304416 (v.2) Services Management 305

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Area:	School of Management
Credits:	25.0
Contact Hours:	3.0
Seminar:	1 x 3 Hours Weekly
Syllabus:	Analysis of the characteristics that pose specific challenges or require special attention within the area of administrative services management. The processes and systems required for administrative services business strategies are examined within the context of the global economy.
Unit Outcomes:	On successful completion of this unit students will have the ability to identify and understand the nature of services management and the service imperative. Be able to apply business strategy and administrative management for services. To identify the processes and systems required for administrative services. To demonstrate management of services across national boundaries.
Text and references listed above are for your information only and current as of September 30, 2003. Please check with the unit coordinator for up-to-date information.
Unit References:	Irons, K. (1994). Managing Service Companies - Strategies For Success. England, Addison-Wesley Publishing. Fitzsimmons, J.A. and Fitzsimmons, M.S. (2000). New Service Development. London, Sage Publications.
Unit Texts:	Van Looy, B., Van Dierdonck, R. and Gemmel, P. (1998). Services Management: An Integrated Approach. London, Pitman Publishing. McGuire, L. (1999). Australian Services. Australia, MacMillan,
Unit Assessment Breakdown:	Continuous Assessment 40%. Examination 60%. This is by grade/mark assessment.